Customer Support

Senior Technical Customer Support Engineer (Germany)

Reporting to the Customer Support Manager, this position is responsible for handling assigned technical support issues to ensure resolution and customer satisfaction.

Responsibilities:

  • Serve as the primary support contact and technical support liaison to specified customers and monitor their team lists and job queues
  • Maintain information on assigned customers, including contact points, deployment data, remote access method(s), and other information requested by management
  • Where necessary, escalate issues to other team members, team leader, team manager, or other teams in accordance with relevant procedures
  • Serve as a technical expert within the team; assist and guide engineers in the execution of their duties and problem resolution
  • Travel to customer sites as required to fulfill tasks such as assisting with issue resolution and upgrades and performing assessments and site and system audits
  • When a software bug is discovered, log issues in the bug tracking system, reproduce the bug and provide all reasonable data — including instructions on how the bug is reproduced — to the Engineering Group to assist them in resolving the issue
  • Create knowledge base documentation for all resolved issues when an existing document does not exist or the issue is not covered by product documentation; review knowledge base documents to ensure that they are technically valid, clear, grammatically correct, and presentable
  • Work toward becoming a subject matter expert in one or more relevant Bytemobile products or solutions and in one or more relevant non-Bytemobile technologies
  • Participate in new product or version readiness programs and ensure technical readiness throughout Customer Support worldwide: learn the new product or version, create knowledge base documentation and provide technical training to other members of Customer Support
  • Write tools and scripts to assist in troubleshooting and support activities, with primary responsibility for maintaining a tools repository in conjunction with nominated individuals on other Customer Support teams
  • Technically engage in and often lead the technical resolution of crisis or emergency situations as requested by the manager and/or Vice President, Worldwide Customer Support; promptly alert the team leader and manager to issues that could lead to a crisis or emergency situation
  • If and when required, log time and use and update it at least weekly to ensure that all data logged in the relevant tool is accurate
  • Maintain administration of assigned cases, ensuring that case detail and status are accurate and up to date at all times
  • Participate in an on-call rotation; when assigned to be on-call, be available by pager 12 hours per day, 7 days per week, including public holidays, and respond to pager alerts immediately and be no more than 30 minutes away from being able to actively engage, log any technical support issues raised in the call tracking system and begin resolution
  • Potentially serve as a technical support liaison and the primary support contact to specified partners and manage them through the partner certification program, by monitoring partner workload and reporting on the partner’s ability to provide end-customer support, identifying areas of strength and weakness; also assist in training the partner’s technical support group

Required Qualifications:

  • A scientific degree with at least five to eight years of experience in the technical support arena in a software and/or telco environment, preferably in a multinational company dealing with customers and colleagues around the world
  • At least four years’ demonstrated core networking experience, with skills in monitoring, debugging and general architecture
  • At least three years’ demonstrated web and application-level experience with protocols such as HTTP/HTML, IMAP, SMTP, POP3, and MAPI
  • At least three years’ IP routing and networking experience in the following areas: VLANs, VPN, GRE, firewalls, NAT, load balancing, OSPF, RIP, and BGP
  • Protocol-level knowledge of internet technology and operations
  • Minimum two years’ UNIX (Linux and/or Solaris) administration
  • Proven technical expertise in mobile and/or internet technologies, with strong problem-solving skills and demonstrated ability to articulate and present technical solutions to address business problems
  • Strong interpersonal and communication skills, both written and verbal, with the ability to develop and maintain strong working relationships at all levels, both with customers and internally
  • Demonstrated ability to work under pressure and manage critical situations and to influence without direct authority
  • Operationally focused, with proven experience in a results-driven environment
  • Customer focus and self-motivation, with strong teamwork skills and a flexible approach
  • Willingness to work in pager on-call rotation

Desirable Qualifications:

  • Demonstrated mobile networking experience, with skills in CDMA, 1xRTT, GSM, GPRS, PDSN, SGSN, GGSN, and tunneling protocols
  • Experience with PERL and HTML programming
  • Experience in providing support to a tier-one or tier-two mobile or telecommunications operator
  • Proven experience as a senior support team member or in a support team lead role, with demonstrated ability to mentor and give direction to others and to work with independence, autonomy and self-reliance
  • Political astuteness and understanding of commercial principles and impact
  • Demonstrable track record of hands-on customer experience as a senior support team member at a tier-one or tier-two mobile operator


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